Digital Service Delivery Director
24 hours ago
The ideal candidate will have a proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions. You will focus on reducing incidents, enhancing service quality, and establishing a culture of continuous improvement within the IT Service, Network and Business applications team.
Key Responsibilities:
- Service Transformation:
• Assess and understand the current IT service delivery landscape, including gaps, challenges, and opportunities for improvement.
• Develop a strategic plan to transform the IT Operations team from reactive issue resolution to proactive service delivery.
• Implement ITIL processes and best practices, including incident, problem, change, and service request management. - Process Improvement & Best Practices:
• Design, implement, and improve service management processes to ensure efficient and effective IT service delivery.
• Establish service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to monitor and measure performance.
• Develop and maintain a comprehensive service catalogue and ensure alignment with business needs. - Team Leadership and Mentorship:
• Provide guidance and leadership to the IT Support team, ensuring they are equipped with the right skills and knowledge to deliver high-quality IT services.
• Mentor and develop a key individual to manage the IT service once the processes and tools have been successfully implemented.
• Foster a culture of continuous improvement within the IT Service, Network and Business applications team.
Requirements:
- Experience:
• Proven success in IT service management, including IT service delivery, IT operations, and service improvement.
• Proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions.
• Experience in implementing ITIL practices and leading IT service transformations in complex environments with diverse technology stacks. - Skills:
• Strong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management.
• Excellent communication and stakeholder management skills, with the ability to influence and manage expectations at all organisational levels.
• Strong leadership and mentoring skills to guide and develop team members. - Certifications:
• ITIL Foundation Certification (v3/v4) is required. Advanced ITIL certifications are a plus.
• Additional relevant certifications (e.g., PMP, Prince2, COBIT) are a plus.
Why This Role?
An attractive salary of £100,000 - £140,000 per annum, depending on experience, reflects the company's commitment to attracting top talent. The successful candidate will have the opportunity to work alongside a talented team, helping to build a culture of continuous improvement. Additionally, the candidate will have the chance to drive change and improve IT service delivery processes and procedures in a complex environment.
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